Satisfaction Analysis of Urban Rail Transit Based on the Personal Characteristics of Passengers

Abstract

The influence of passenger gender, age, educational background, and other personal characteristics on satisfaction with an urban rail transit was studied. In total, 6340 valid questionnaires were completed, and basic data about the passengers were statistically analyzed. Based on AHP and the fuzzy comprehensive evaluation method, 94.594 percent of passengers reported overall satisfaction with the Qingdao rail transit; the data for subgroups based on gender, age, and other aspects were also calculated. An independent samples t-test and one-way analysis of variance were used to analyze the correlations between passenger satisfaction and the following parameters: gender, age, education, occupation, income, ride frequency, and private car availability. The results show that women attach more importance to the caring they feel in the process of travel than men, and no significant difference exists in travel satisfaction between passengers with private cars and those without private cars (p > 0.05). Older passengers report more satisfaction than younger passengers. Additionally, for passengers with high education and high income, satisfaction is lower in terms of safety, convenience, and comfort and caring. There are also significant differences in the safety, convenience, comfort, and caring experienced across different occupational groups. These research results provide a theoretical basis for understanding how passengers with different backgrounds perceive the operational services of an urban rail transit with regard to service defects, the weaknesses in the operation process, and passenger satisfaction.